Overview: Public viewing interactions in Queue (Edify App)

Edify App > Queue > Interactions > Overview: Public viewing interactions in Queue (Edify App)

This article explains the concept of publicly viewing an interaction in Queue in Edify App

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Public view

Public viewing an interaction is when a queue user opens an interaction to monitor it and everyone in the interaction is aware of the viewer. The profile picture of the public viewer appears for all members of the interaction to see above the interaction’s call control buttons. 

This type of view is useful when you need to “spot check” or coach an interaction, like listening to the live call or reading the chat transcription. Like private viewers, public viewers of an interaction gain access to the interaction viewer controls, so they can take a more active role in coaching or monitoring the interaction if needed. 

Note: You can publicly view active or completed interactions.

Public viewing interactions from Home list

The Action column in the Queue Home list allows you to choose your viewing perspective. The public view symbol is a solid eye icon.

Public view interaction perspectives

Public viewer's perspective

Assigned queue user's perspective

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